Client Success Manager
Bright! TaxRole Overview
As a Client Success Manager, you are the primary guide for clients throughout their journey with Bright!Tax. You serve as the main point of contact, ensuring each client feels informed, supported, and confident during what can often be a complex and stressful tax process.
This role goes beyond traditional customer service. You create clarity, build trust, and keep projects moving forward by coordinating closely with our internal teams and communicating proactively with clients.
You’ll work closely with our Tax Team, IRS Communications Team, and Client Success team to shepherd clients through the tax preparation process, ensure deliverables stay on track, and maintain the high service standards Bright!Tax is known for.
The ideal candidate is organized, thoughtful, and calm under pressure, someone who enjoys helping people and takes pride in delivering an exceptional client experience.
Key Responsibilities
Client Communication & Relationship Management
- Serve as the primary point of contact for a portfolio of clients, building trust through timely, clear, and thoughtful communication.
- Guide clients through each stage of the tax preparation process by explaining next steps, clarifying expectations, and answering general questions.
- Ensure clients feel supported and informed throughout their engagement with Bright!Tax.
Process Coordination
- Coordinate between clients and internal teams to ensure documentation is complete and projects stay on track.
- Monitor engagement progress using internal systems such as HubSpot and other workflow tools.
- Proactively identify potential delays or issues and escalate when needed.
Client Support & Problem Solving
- Respond to client questions via email and internal messaging platforms, helping troubleshoot issues or routing inquiries to the appropriate team.
- Help clients navigate the process smoothly by anticipating common questions and providing proactive guidance.
Client Experience Advocacy
- Ensure each client interaction reflects the Bright!Tax standard of professionalism, empathy, and clarity.
- Contribute to ongoing discussions around improving client workflows, communication practices, and service delivery.
- Help identify opportunities to streamline processes and enhance the overall client experience.
What You Bring
- 2+ years of experience in client services, account management, customer success, or a similar client-facing role
- Exceptional written and verbal English communication skills — clear, warm, and professional
- Strong organizational and time-management skills with the ability to manage multiple clients and priorities
- Comfort working in a fully remote environment using digital collaborati
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